My dog really enjoys the food. The box arrives on time which is good and it’s easy to change the date of delivery. However I’m finding it difficult to contact somebody to help me try to control her we... See more
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We are very happy with Tails. Easy to order, dog loves the food. Like most online sellers you are let down by you delivery providers. Yodel were OK, Inpost however are auful. There deliver dates are... See more
Tails have been great. The only reason I have not scored them with 5 stars is due to the delivery service. Their chosen courier delivered my order to an unhinged upstairs neighbour who fundamentall... See more
My jack Russell is on the kibble blend along with the wet food he can be a bit picky but loves the different textures of the food. Easy to order every month delivery always in time. Tails.com would em... See more
Company details
About Tails.com
Written by the company
Hi, we’re Tails.com – a pet food subscription with a difference.
There’s no such thing as an average dog, so why is most dog food average? Goodbye to one-size-fits-all, hello 100% tailored nutrition.
See the difference in your dog with 60% off your first box + 30% off your second:
SIGN UP NOW VISIT OUR WEBSITE HELP CENTREUnd für unsere deutschen Kund*innen:
Registriere dich für 2 Wochen GRATIS Futter:
Jetzt testen Mehr erfahren Zum HelpcenterWritten by the company
- 100% tailored dog food
- Your dog is one in a million – let’s feed them that way. Discover food designed to meet their precise nutritional needs, right down to the last vitamin.
- How it works
- You tell us all about your dog’s age, breed, zoomie level and taste buds. Our nutrition experts create a tailored kibble blend – just for them.
- Easy for you, better for your dog
- Each month we’ll deliver your dog’s tailored food to your door. You’ll get a handy portion scoop to help keep them in great shape too. If only everything in life was this easy…
- We're B Corp certified
- We’re committed to upholding high social and environmental standards, to create better walkies for generations to come.
Contact info
United Kingdom
- hello@tails.com / bonjour@tails.com
- tails.com
4.4
Excellent
48k reviews
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scam
i have tried to reach out multiple times and have been hit with no response or insulting responses. i got a discount on some dog food so i decided to try it out and get my puppy a few weeks worth of food. the food didn’t agree with him and made him itchy and tired all the time. because of this, i decided to gift the leftover food to a neighbour and cancel my subscription. after this, when i was on holiday, i realised that £56 had come out of my account and i was told by my family who stayed at home that a huge box had been delivered. i was extremely angry as i was on a solo trip and only had a little bit of money left, so when i found out that you stole that money from me, i was devastated and quite frankly scared as it actually put me in harms way. it was my emergency money that you felt was okay to take without my permission. i cancelled my subscription and i sent an email saying why i had to cancel it. i did everything right and i went above and beyond to leave feedback. its been a few weeks and i am still devastated and disappointed as well as angry. i expect this to be solved and for me to have a full refund. your food not only made my puppy poorly, but as i said you put me in harms way when i was by myself abroad. please let me know what you are going to do to fix this. if this is not solved i will have to escalate this.
thanks
15 October 2025
Unprompted review
Reply from Tails.com
I’m really sorry to hear that you weren’t expecting another order and the distress this situation has caused you. I completely understand how frustrating it must have been to see a charge and a delivery while you were away.
As we’re a subscription service, you will continue to receive regular orders after the trial order; however, we always want you to be in control of your account so you can pause, delay or cancel your subscription anytime via the Dashboard. We’ll also send an email each month giving you time to make these changes before the order is prepared.
I’d also like to reassure you that if a subscription has been cancelled, it’s not possible for an order to be processed, so it does sound like the order went through just before this was cancelled.
I’m also sorry to hear that your puppy didn’t get on well with his new foo,d and as a dog owner myself, I know it’ll be concerning when they don’t seem like themselves. When starting a new food, it can take a little time to get used to a new diet, and we’d always reccomend a slow introduction. It could also be that they’re having some new ingredients that they didn’t have previously. We have an in-house Nutrition Team who are always happy to support you with this and see if they can make changes to better suit your puppy.
I’m keen to take a further look, so I’ve requested your details via Trustpilot and will reach out via email.
Speak to you soon
Ellie at Tails.com
Only informed of size reduction after dispatch.
I have been buying tails for some time and the price has gone up considerably in that time, which is one thing.
But I find it quite underhand to tell me that my order is on its way and payment has been taken one day and then to tell me the feeding plan has been changed the next day when it is too late to cancel the order. The change resulting in me paying the same price for 5% less kibble.
21 November 2025
Unprompted review
Reply from Tails.com
Thanks for taking the time to share this. I’m really sorry to hear how the change to your feeding plan was communicated. I can see how frustrating it must have been to be told about the update only after your order had already been dispatched, and I’m sorry this didn’t feel clear or timely.
We do offer lifetime pricing, which you can read about on our website. When you sign up, we work out the average monthly cost of your dog’s food over their lifetime and set a fixed monthly price. This means that even as their nutritional needs evolve, the cost of their tailored blend stays consistent. As long as there aren’t any big changes to their profile, the price remains steady, other than occasional adjustments due to rising ingredient costs or inflation.
In terms of the reduction in food, there are a few reasons this can happen. Sometimes a recipe is updated, but the calorie content stays the same or very similar. In those cases, adjusting the portion size helps keep your dog at a healthy weight. You can always view any changes in advance on your feeding plan tab, and it’s also possible to compare this month’s plan to previous ones if you’re ever unsure.
If you’d like us to take a closer look at your dog’s plan or talk things through, our Customer Experience Team would be happy to help. You can reach them via email, WhatsApp, Facebook Messenger, or X (Twitter). They’re available on weekdays during business hours and normally respond within a day.
Take care,
Dylan at Tails.com
Shame bad customer service to top it all off
Started of strong but after 3rd delivery my dog has got bored of the food and is starting to smell and poo is really big just like normal dog food , he has lost weight as he has been put off it despite being formulated for him I see a decline in health I tried to cancel subscription and message through their WhatsApp and no response , my order is already on it way unfortunately so have lots of dog food building up as my dog does not like I have tried to contact tails but no response . Awful customer service , another company in it for the profit 😓
19 November 2025
Unprompted review
Reply from Tails.com
Thanks for taking the time to share this. I’m really sorry to hear about your dog’s experience with their food and the difficulty you’ve had getting in touch. That’s not the experience we want for you, and I’d like to help get this sorted.
It’s concerning to hear your dog hasn’t been enjoying their meals and that you’ve noticed a change in their weight and stools. Our in-house Nutrition, Food & Health Team is here to help. They’d be happy to review your dog’s profile and recipe, organise a trial of a new blend, and even exclude certain ingredients if your dog has any known allergies. We can also explore starting them on our version of a Hypoallergenic diet if needed, to make sure we find the right fit for your dog.
I’m also sorry you haven’t had a reply on WhatsApp. Our team has been handling a high volume of messages, but they’re working hard to get back to everyone as quickly as possible. I’ve sent you a message on Trustpilot to locate your account so we can stop any unwanted orders and look at adjusting your dog’s plan. Once I hear back, I’ll follow up via email to make sure everything is sorted for you.
Take care,
Dylan at Tails.com
good luck trying to get hold of them if you have an issue
I have been using tails for 4 years , in the beginning it was perfect. any issues you could call them and sort. NOW you'd be lucky to get an email back within a week. You can no longer call them if you have an issue so now trying to get hold of anyone is impossible. i currently have an issue with them.. i emailed them last week and STILL nothing.if i have no response i will have to cancel my sub. it SHOULD NOT BE LIKE THIS. Customers should come 1st.ESP considering the price we are paying for their food. i have emailed yet again today and NOTHING. appalling.
After writing this i have still had NO response despite their comment below , no one has got back to me .. i do not know what else to do apart from write to their head office.
14 November 2025
Unprompted review
Reply from Tails.com
Thank you for sharing your experience, and I’m really sorry it’s been so difficult to get the support you need. After four years with us, you should always feel confident that help is easy to get when needed, so I completely understand why you’re frustrated. I’d really like to look into this for you and get things moving again.
After careful consideration, we made the decision to close our phone lines. This doesn’t mean there’s less support available. We’ve found we can help our customers more fairly and efficiently through email and our social channels, as these have become the preferred ways to get in touch. If you’d still like to speak to someone, we’re always happy to arrange a call. Just let us know the best number and a suitable time.
Our usual response time is around a day or so during our working hours of Monday to Friday, so I’m concerned to hear you’ve been waiting much longer. I’d really like to look into why you've not heard from us and get this resolved as soon as possible. I’ve sent you a message on Trustpilot to take a few details so I can locate your account and check what’s going on.
Thanks for taking the time to share your feedback. It really does help us improve the service we offer.
Take care,
Dylan at Tails.com
i was contacted by you saying id won…
i was contacted by you saying id won some free dog food and when i tryed to cancel the subscription you have chargef me 10 pounds its nothing but a scam i will not be using you again very angry about this
14 November 2025
Unprompted review
Reply from Tails.com
I’m really sorry to hear about the charge you weren’t expecting. I want to reassure you that Tails.com is not a scam, and we take any concerns like this very seriously. I’d like to help get this resolved quickly.
We sometimes run competitions or campaigns to introduce people to Tails.com, and our team would usually explain that this is a subscription service, including details about the next order and cost. Each month, we also send an email titled “We’ll soon be preparing [your dog’s name]’s next order,” which outlines the delivery window, price, and the last date to make changes or cancel.
All calls with our team are recorded, and I’ll be reviewing the conversation you had to ensure the correct information was provided and offer feedback if it wasn’t.
I’ve sent you a message via Trustpilot so I can locate your account and work with you to get this resolved. Once I have your details, we’ll make sure everything is sorted.
Take care,
Dylan at Tails.com
Alfie rom u…
I could not of asked for more from u but I have to tell you that Alfie is a very sick and not eating as much and will not recover to what he was he’s 16 years now so I am reluctant to cancel his food parcel from now otherwise just waste again u have been very good and maybe in the future will start again
15 November 2025
Poor Support
Unfortunately a bad experience with Tails.com customer services. Order sent by Yodel, their first mistake. Due for delivery 10th November, didn't arrive, redelivery scheduled for 11th November, didn't arrive, rescheduled for today late this evening and then changed to back to 'at depot delivery due 15th'. All this information has been given to Tails.com as it happened on WhatsApp who assured me this morning it is out for delivery today? Not according to my Yodel app. Asked TC to cancel order and refund - no can do, so closed my account - they are not concerned just wished me luck! Why can't they pick up the phone to their account manager at Yodel and get the exact delivery date. It would seem the Yodel driver can't deliver to a rural area in the dark as both failed deliveries were late evening. Really disappointed with TC.
13 November 2025
Unprompted review
Reply from Tails.com
I’m really sorry to hear about the trouble you’ve had with your recent deliveries and the experience you’ve had when reaching out to us. I completely understand how frustrating it must be to see conflicting updates between Yodel and our team, especially after waiting several days for your dog’s food to arrive.
I’ve taken a closer look at your account, and it appears you currently have two wet food only orders on their way to you – one placed on the 25th of October and another on the 8th of November. This overlap is what’s caused some of the confusion around delivery dates.
The first order was scheduled for delivery between the 15th and 18th of November, as selected during checkout, while the second is due between the 12th and 14th of November. As these timeframes haven’t yet passed, we do need to give the courier a little more time to complete delivery. That said, based on the latest tracking, we’d expect one of your parcels to arrive later this evening, and the other on the 15th.
Please rest assured that if either parcel is lost or damaged in transit, we’d never expect you to pay for something you don’t receive. Once the delivery window has passed, we’ll be happy to step in and arrange a replacement or refund if needed.
I can see you’ve still got an open thread with my colleague, so if your parcel doesn’t arrive this evening, they’ll be happy to assist further and make sure this gets sorted for you.
I’m really sorry again for the poor experience this time and for any confusion caused by the updates you’ve received. I’ll make sure your feedback about the delivery issues and our communication is shared with the wider team so we can keep improving.
Take care,
Dylan at Tails.com
terrible customer service..
terrible customer service... my order has not arrived it was due 2/11/25 and there offer to me was 2.60 of my next box ??? I would like a full refund and cancel my subscription not pay for more items that do not arrive...
3 November 2025
Unprompted review
Reply from Tails.com
I’m really sorry your order didn’t arrive and that you’ve been left feeling let down by our Customer Experience Team. I’d really like to help make this right.
I’ve looked into this and can see the courier attempted delivery on the 7th, but unfortunately it wasn’t completed, with their scan showing no one was in to receive the parcel. It looks like the parcel was then returned to their depot, where it seems to have been misplaced. I’ve passed your feedback on to the courier to help make sure this doesn’t happen again.
I completely understand your disappointment with the experience. I can see my colleague has arranged a full refund, as we’d never expect you to pay for something you haven’t received. This has already been processed and will be back with you shortly.
I’ve also confirmed your subscription has been cancelled, so no further payments will be taken. I’m really sorry again for the trouble this has caused, and I appreciate you taking the time to share your feedback.
Take care,
Dylan at Tails.com
I only agreed to the trial offer only…
I only agreed to the trial offer only to find money is being taken out of my bank account and you sent me more dog food my dogs don’t even like it I am not good on line my bank told me to report you to trading standards I have tried to cancel I don’t have money to waste on food my dogs won’t eat you are very misleading
7 November 2025
Reply from Tails.com
I completely understand how upsetting and frustrating it must be to see payments taken when you didn’t intend to continue with the subscription, especially on top of the stress of the food not being suitable for your dogs, so I’m keen to get this sorted for you.
When signing up for a trial, this does start an ongoing subscription, and I’m really sorry if this wasn’t made clear at the time. Since your subscription was still active, further payments were taken and orders were sent. We also send an email each month giving you time to make changes, such as cancelling, and our Customer Experience Team is always here if you need any help with this.
I’ve now cancelled your subscription, so no further orders or payments will be taken. If there’s anything else we can do to help, please don’t hesitate to reach out to us here: https://help.tails.com/hc/en-gb
All the best
Ellie at Tails.com
No way to cancel subscription BEWARE
Dogs won’t eat it! Have reached out to company via email and a week later still no response. No way to contact on account dashboard and no way to cancel future deliveries, only pause and then you have to remember to pause again before they take payment. Such a shame as have used before for other dogs years ago and they were more than helpful then. EXTREMELY DISAPPOINTED
22 October 2025
Unprompted review
Reply from Tails.com
’m sorry to hear you’ve had difficulty cancelling your subscription and that you’ve not heard back from us on this. I’m really keen to look into this further and get this resolved for you as soon as possible.
We aim to make it easy to cancel your ongoing orders from the Cancel deliveries section at the bottom of your Account tab after logging in to Tails.com. We know how important it is that you’re in charge of your subscription, and that you can cancel at any time.
Our Customer Experience Team responds within 1–2 working days during our hours of Monday to Friday. I’d really like to check what’s gone wrong here, as you should’ve heard back from us by now if you messaged over a week ago. We know it’s important that you feel supported by us, and I’m sorry that this experience has been different to your previous one.
I’ll request your details via Trustpilot and follow up by email once I hear back to get this resolved for you.
Take care,
Dylan at Tails.com
Happy with the food but not the customer service
I had to cancel my subscription as I couldn't change the scoops of kibble on my account and I had too much kibble. Never received a response to the email I sent either. Happy with the food my dog's stomach is much more stable, however the customer service in my case has not been very good.
9 October 2025
Reply from Tails.com
It’s great to hear that your dog’s stomach has been more stable on our food; that’s exactly what we love to hear! I’m sorry, though, that you had a frustrating experience trying to adjust your subscription or get in touch with our team.
As we create tailored recipes and feeding plans based on each dog’s profile, portion sizes can’t be manually adjusted. However, our Customer Experience Team is always happy to help make any changes if the portions aren’t quite right.
I’ve checked your email, and it looks like it was auto-solved by our system. The automated message is designed to point you to our FAQs for quick answers to common questions, but if it wasn’t helpful, you can reply and we’ll be in touch as soon as possible. I know this process isn’t always ideal, so I’ve raised this feedback with my team.
I’d like to see if there’s anything I can do to help, so I’ll be reaching out via email shortly.
Speak soon
Ellie at Tails.com
Generally very pleased
I am generally pleased with the food and the deliveries are reliable. My dog doesn’t eat all of the recommended kibble and so the bag usually lasts me 2 months. I don’t find the website very helpful or the instructions to cancel the dried food for a month but continuing with the wet food easy to follow, but this is the only issue I have.
11 October 2025
I’m a bit annoyed that I’m not able to…
I’m a bit annoyed that I’m not able to cancel kibble on my orders, I use the correct measurement for my Miniature Pinscher but still have 2 full bags plus 1 I am using and not much storage space!!!
9 October 2025
Picky eater
Daisy is a very picky eater will eat everything one day and turn her nose up the next. So I really appreciate being able to delay or even cancel a months supply
9 October 2025
Great service from tails.com if I’ve…
Great service from tails.com if I’ve needed to cancel not a problem my Dottie loves their food , and the treats, overall well worth it.
11 July 2025
My dog just won’t eat it !
Although I received the trial food my dog won’t eat it ! so ive had to cancel
5 October 2025
Unprompted review
Reply from Tails.com
I’m really sorry to hear your dog isn’t enjoying their food and that you’ve found it difficult to cancel future deliveries. We understand how important it is that you’re in control of your subscription, and we aim to make it as simple as possible to manage.
We know that each dog is unique with their own tastes and preferences. We’d be happy to tweak the blend to introduce some new flavours to see if they’d prefer something different. One of the great things about tailored nutrition is the flexibility to offer alternative recipes (depending on their profile and allergies).
I'll send you a message here on Trustpilot to locate your account so we can follow up and help you either adjust the food or cancel your subscription if that’s what you prefer.
In the meantime, you can cancel at any time on your Tails.com account. Just log in, head to the account tab, scroll down, and click the link that says cancel your account.
Take care,
Dylan at Tails.com
Customer service is terrible
Customer service is terrible. I email takes a week or more to get a response. Which is do it on line. I have tried trying to cancel or reduce your kibble is impossible. So I email again and wait again. Then it's too late to change my order this month but we will sort it for next. The the same again the next month. Absolute nightmare. If it wasn't for the fact my dogs like the food I would have left. One more try this month. Otherwise I will have to move. Sort out your Customer service or should I sat lack of it
1 October 2025
Unprompted review
Reply from Tails.com
I’m really sorry to hear you’ve had trouble making changes to your order and haven’t been able to get a quick response. I’d love to help get this sorted for you.
Our Customer Experience Team is here to support you via email, Facebook Messenger, and WhatsApp during weekday working hours (9am–5pm). We usually reply within 1–2 working days, but with a recent increase in contacts, some replies have taken longer than we’d like. I’m really sorry for the frustration this has caused.
Because our dry food is tailored to each dog’s profile, there isn’t an option for customers to manually reduce these apart from making changes to the profile, which can adjust the portions. That said, we’re always happy to make adjustments to better suit your dog.
As the dry food is our main product, we can’t remove it from ongoing subscription, but you do have the option to delay your full order and place a wet food–only order through your Dashboard to give you time to catch up.
I want to make sure this gets sorted for you, so I’ve requested your details via Trustpilot and will follow up via email.
Speak soon
Ellie at Tails.com
Incredibly Greedy Company. Greedier than our Labrador!
We’ve held a Tails subscription for a few years. In that time, like many businesses that run an enshittification model, Tails has raised their prices (“in order to continue to provide quality/line our investors’ pockets”…the usual guff).
To provide some context, our subscription began 3 years ago at around £35 and it’s now £55 for dry dog food that has gradually diminished in quality. That’s a colossal price hike and it’s only ever going to go up. Every single year!
Whenever we’ve tried to cancel, Tails has lowered the fee for 3 months before raising it again.
Today, we cancelled our subscription for good. Avoid Tails. Their overheads can’t be as high as they claim. They’re just inexcusably greedy!
EDIT: The canned response to this review is the same copy-and-paste reply they’ve given to other reviewers who have complained about price gouging. Don’t buy it. An increase of £20 over a 3 year period, coupled with a decrease in the quality of the food isn’t cost absorption or an environmental consideration. It’s greed and greenwashing.
2 October 2025
Unprompted review
Reply from Tails.com
I’m really sorry to hear that the price increase has led you to cancel your subscription.
To stay true to our commitment to pets, people, and the planet, we’ve been making important investments in our supply chain. This means adjusting our prices so we can continue securing the highest-quality ingredients from trusted suppliers and expand our ethical sourcing practices with partners who share our sustainability goals.
The cost of ingredients in your dog’s kibble blend, along with the materials and services needed to deliver it, has been rising for some time. We’ve done our best to absorb as much of this as possible, but to keep providing high-quality, tailored nutrition, a price adjustment has unfortunately become necessary.
We’re truly sorry for any inconvenience this has caused. If you’d like, our Customer Experience Team would be more than happy to chat and see if there’s anything we can do to support you so please don’t hesitate to reach out.
Best wishes
Ellie at Tails.com
Consistently increase pricing by 20%
Tails claim to be ethical and transparent about pricing but there are so many occasions when they lure you in with a price only to up that price a few months later. They also do not take into consideration any current market conditions and increase prices by 20% as many times as they like. Your only choice then is to cancel and give your custom to another brand.
Think twice before you buy from them.
UPDATE
Only a few minutes after writing this review 2 other customers have followed with exactly the same experience and now a representative of Tails wants to speak to me to try to get the price down by using cheaper ingredients.
Ellie, I have replied to emails and tried to fill in the form from Trustpilot and will gladly talk to you, however the issue is that your company lured me in with a discounted 1st order and then a great monthly price only to add 20% 2 months later. This, I am finding out is a common practice of Tails and 20% has been added to most if not all subscriptions at least once a year. My dog loves the food and is very healthy but I am on a low fixed income and cannot afford 20% increases every year.
29 September 2025
Unprompted review
Reply from Tails.com
I’m really sorry to hear of your disappointment with the price increase, and I’m keen to see where I can help.
We know that price increases are never ideal, especially with the current cost of living, and we’re always working hard to keep our pricing as fair and transparent as possible. The recent change reflects rising costs in sourcing high-quality ingredients and maintaining the tailored service we provide for each dog.
We’ve done everything we can to keep costs down without compromising the quality of the tailored recipes we offer. The price you pay reflects the specific ingredients in your dog’s unique recipe, with tailored nutrition giving us the flexibility to combine custom kibbles that meet their nutritional needs based on the details saved in their profile.
I’d love to see if there are any adjustments we can make to your dog's tailor-made recipe to help lower the price and keep you as a Tails.com customer, ensuring your dog's health and well-being are looked after through a tailored diet.
To do so, I'll need to take a look at your account, so I've sent you a message through Trustpilot asking for your Tails.com account details. I’ll then follow up via email.
Speak soon
Ellie at Tails.com
Unhappy dog and customer
Recently went back to tails to give it another go but my dog still refuses to eat the food and it is hard to cancel the subscription that I seem to have joined again. They lured me back with a free month but I was charged so am confused.
17 September 2025
Reply from Tails.com
I’m sorry to hear your pup hasn’t been enjoying their meals, and that managing the subscription has felt confusing - I’d love to help.
Looking at your account I can see the subscription was reactivated at the start of September. We only offer one trial per new customer, and we’ll always show the price you'll be charged before finalising an order, so you’ll know what to expect. That said, I’m keen to hear a bit more about the free month you mentioned so I can check this for you.
I’d also love to help with your dog’s food; one of the key benefits of tailored nutrition is that we’re able to make tweaks to the recipes (depending on any exclusions), to introduce a new flavour that your dog may prefer.
If you’d prefer to cancel your subscription though, you can do this by clicking on the Account tab, and then scrolling down to the ‘Cancel Deliveries’ section.
I’ll drop you an email now to follow up, so we can get it sorted together.
Best wishes,
Nataly
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